Every agency specializing in complex, open-source systems like Drupal lives and breathes by reliability, just like our friends at Code Enigma do. When your clients rely on you for 24/7 service, every weekend, night, and public holiday needs to be covered without fail.

But for Greg Harvey and the team at Code Enigma, maintaining that vital night and weekend cover was a constant source of frustration. It was a classic “two slants” problem: patchy quality of personnel from third-party suppliers, and agonizing unreliability.The Painful Problem: When Reliability Was a Roll of the Dice

Imagine this: a critical launch is scheduled for the middle of the night. You’ve outsourced the cover. You come in the next morning, clients expecting a release, but nothing happened. Why? “The guy had a doctor’s appointment and he forgot to tell you,” Greg recounts.

These are the moments that drive an operations manager crazy.

The issues ran deeper than missed launches. The reliance on external providers, who were reluctant to engage with Code Enigma’s complex tech stack, meant their internal team was constantly overloaded. Critical projects, like an upgrade to Debian 12 were stalled, sitting idle due to a lack of available resource. Even worse, consistent negative feedback from customers was piling up: “You have a really knowledgeable team, but you guys are so sludge-bound.”

The company was reliable in knowledge, but painfully slow in action.The Turnaround: A Service Built on Passion, Not Product

The solution arrived through an unlikely channel: an email campaign. Greg explains it was a moment of perfect timing. They were looking for a managed team model, but finding providers who either wanted to force Code Enigma into their own “productized” monitoring system, or—at the other extreme—just “dumped some poor guy” on the team and said ‘sink or swim.’

Touch Support offered a unique alternative: a flexible yet fully managed service.

The onboarding process was challenging due to Code Enigma’s complicated stack, but the dedicated resources assigned were “interested and passionate and ready to dig in and learn.” This passion turned out to be the critical difference.The Results: 30% Faster and Moving Forward

The impact was immediate and quantifiable:

  • A 30% Drop in Inflight Tickets: Greg directly attributes this massive decrease to the new team. The dedicated resources, eager to tackle complex problems, picked up and ran with tasks that previous contractors had refused to touch. This aggressive engagement stemmed the tide of recurring issues.
  • Traction on Stalled Projects: Internal projects, like the long-overdue Debian 12 upgrade, were finally underway, handled by the Touch Support team during the graveyard shift after client tickets were cleared. This freed up internal resources to focus on other high-value work.
  • Customer Perception Transformed: The “sludge-bound” negative feedback vanished. “The tickets don’t anymore… they go straight out the door,” Greg confirms. Tickets are picked up fast, which is critical for their clients.

Ultimately, Greg affirmed that the managed approach, with frequent one-on-ones, training, and a strong managerial philosophy, was “absolutely beneficial” and delivered precisely what was promised.

If you’re struggling with service gaps, resource strain, or the constant churn of unreliable contractors, Greg’s advice is simple: “Don’t waste your time looking, just call Touch Support because they have lots of good people and our experiences that the quality of their admins is top.”

To dive deeper into the technical details of the partnership and read the full case study, visit the official page here: Powering 24/7 Reliability for Code Enigma